Mugihe abakiriya bafite ikibazo, wagira ngo aricyo kintu cyingenzi bakwitayeho.Ariko ubushakashatsi bushya bwerekana ko ikintu kimwe ari ngombwa.

Uburyo babibona

Abashakashatsi ba Gallup, John Timmerman na Daniela Yu, baherutse kurangiza ubushakashatsi bwa The Silver Lining of Customer Problems, bagize bati: "Abakiriya bitaye cyane ku kuntu amasosiyete akemura ibibazo byayo kuruta kwita ku bibazo biriho." 

Hafi ya 60% by'abakiriya bagize ibibazo - kandi bagombaga kwegera serivisi zabakiriya kugirango babafashe - mumezi atandatu ashize, ubushakashatsi bwa Gallup bwerekanye.Kandi, biragaragara, ni abakiriya bashobora kuba abizerwa. 

Iyo abakozi b'imbere bakemura ibibazo neza, mubisanzwe bafasha isosiyete guta abakiriya nabi no kutavugisha ukuri.Mubyukuri barangiza bakongera ibikorwa byabakiriya.

Abakiriya badafite ibibazo - hamwe no kongera isosiyete - barasezeranye, ariko ntabwo bari kurwego rwabafite ibibazo byakemuwe neza.

Niki kibazo gikemuwe neza gisa 

Ariko nikihe kibazo "gikemuwe neza" mumaso yabakiriya?

Gallup yasanze ibi bintu bitatu bigira ingaruka zikomeye niba abakiriya bumva ikibazo cyabo cyakemuwe neza:

igipimo cyibyabaye (inshuro inshuro iki cyangwa ikibazo gisa nacyo cyabaye kandi / cyangwa inshuro bagombaga kugera kubufasha)

ubukana (burya ikibazo cyagize ingaruka mbi), kandi

kunyurwa no gukemura (burya bishimiye igisubizo).

Dore uburyo ushobora kugira ingaruka nziza kuri buri kintu.

Igipimo 

Ibipimo byimpanuka biratandukanye ninganda.Kurugero, hari ibibazo byinshi byabakiriya mubikorwa byo gucuruza kuruta uko biri mubufasha bwimibereho mubikorwa byubuzima.Ariko ubukana buri hasi mubicuruzwa kandi biri hejuru mubuvuzi.

Urufunguzo rwo kugabanya igipimo cyibibazo ni ugukurikirana.Igikorwa cyo gukemura ikibazo ntacyo kimaze niba nta gahunda yo gufunga uruziga.Ibibazo bimaze gukemuka, umuntu cyangwa ikindi kintu gikeneye gushakisha intandaro no kugikuraho. 

Ishirahamwe rimwe, rikurikiza amahame atandatu ya Sigma yubuziranenge, rikora “5 Whys.”Niba utabikora muburyo busanzwe, urashobora kumugaragaro kugirango ufashe gucukumbura imizi no kubikuraho mugihe ubonye imiterere yibibazo byabakiriya.Muri make, urabaza batanu (cyangwa barenga) “Kuki?”ibibazo (Kuki X yabaye?, Kuki Y itabaye?, Kuki tutabonye Z?, nibindi), buriwese ashingiye kubisubizo byabajijwe mbere, kugirango tumenye ikibazo.Urashobora kubona ibisobanuro birambuye kubyiza bya 5 Impamvu Gutunganya nuburyo wabikora hano.

Uburemere

Ntabwo bitangaje, abakiriya bahura nibibazo bito bafite ubushake bwo kugaruka.Abashakashatsi basanze ariko abakiriya bafite ibibazo bitagereranywa cyangwa bikomeye ntibashobora kugaruka.

Nigute ushobora kugabanya ubukana bwikibazo icyo aricyo cyose cyabakiriya?Menya intege nke zawe. 

Ni gake ni isosiyete nziza muri byose.Buri gihe ugenzure inzira zawe kugirango umenye aho amakosa akunze kuba.Amakosa akomeye akenshi ni ibisubizo byimikorere idahwitse cyangwa umuco utabyara inyungu kuruta uko biterwa numukozi umwe cyangwa ibyabaye.

Guhazwa 

Abashakashatsi basanze abakiriya barenga 90% bumva banyuzwe nibisubizo nyuma yikibazo iyo: 

l isosiyete (cyangwa umukozi) yafashe ikibazo

l isosiyete yatumye abakiriya bumva ko bafite agaciro kandi bizewe

ikibazo cyakemutse vuba, kandi

Abakozi bagaragaje ko bicujije bivuye ku mutima.

Abakiriya bake cyane bavuze ko gusubizwa cyangwa indishyi byabanyuzwe.Gahunda yawe yo gukemura rero nimbaraga zawe bigomba kwibanda kubintu bine bigira ingaruka kubakiriya bumva.

Gukoporora kubikoresho bya interineti